Customer Support Specialist

City of Lebanon•Lebanon, TN

39d•$21•Onsite

About The Position

This role involves resolving customer inquiries, recommending solutions, and providing problem-solving techniques. Responsibilities include processing and modifying orders, maintaining accurate payment records, and communicating with customers in a timely manner, whether in-house or public. The goal is to establish a reputation for excellent customer support.

Requirements

Basic knowledge of computer skills (Microsoft Office Suite)
Knowledge of business arithmetic.
Knowledge of department office procedures, methods, equipment with particular reference to receiving and reporting receipts for payments.
Ability to make decisions in the best interest of the business and customer.
Ability to follow oral and written instructions.
Ability to establish and maintain effective working relationships with the public and other employees.
A high school diploma or G. E. D. equivalent is required.
Must have strong knowledge of with Microsoft Office, Word, Excel and PowerPoint.
Minimum 2-3 years of relevant office experience with strong customer interaction or customer service/customer support experience is required.

Responsibilities

Maintain a positive and professional attitude towards customers at all times.
Position will be mainly working with our customers through the drive through window.
Collect and update all customer account information on multiples software platforms.
Provide detailed and accurate information within established time frames.
Responds to customers’ inquiries or issues via phone and email in a timely and accurate way regarding utilities and property tax information.
Receives, counts, balances and reports cash, checks and credit card payments daily for utility bills, miscellaneous fees and property taxes, providing receipts to customers.
Initiates and completes service order requests/works with meter technicians for installation.
Process orders, forms, applications and requests in a timely manner.
Research and resolve customer complaints while ensuring customer satisfaction.
Knowledge of all job duties in order to provide excellent customer support.
Assists customers with property tax and tax freeze applications to ensure information is accurate/enter information into the Tax Relief Application Management System (TRAMS).
Coordinates account information with other utility districts.
Process mail and payments left in overnight drop box daily.
Works closely with Meter Technicians for cutoffs, service orders and meter checks.
Process adjustments for customers with leaks.
Access and utilize the AMI system for meter reading, running reports and providing customers with information specifically regarding their daily usage.
Filing records and performing related work as assigned.
Assists other office personnel and performs other duties as required.